CLM Overview
Vault CRM's Closed Loop Marketing (CLM) is a robust solution that provides commercial and medical representatives with approved, interactive content for use during calls and events. This functionality not only facilitates stronger relationships and more meaningful interactions with Healthcare Professionals (HCPs) but also captures key metrics to continuously optimize marketing strategies and content performance—closing the loop.
Content developers can create compelling visual content in various digital multimedia formats. Customers have flexible options for managing CLM content in Vault CRM to simplify administration and allow centralized reporting on usage:
- CLM as Document Model – Leverage the built-in content capabilities of the Vault Platform for managing CLM content within Vault CRM using documents, including content creation, approval, publishing, and sharing
- CLM as Object Model – Manage CLM content creation and approval in PromoMats/MedComms and sync the content to Vault CRM as object records
The initial release of CLM as Document Model in Vault CRM 25R3.0 does not support all end user functionality available for the Object Model. Supported functionality is only available on the iPad platform. Full parity with the Object Model is coming in future releases.
Customers can enable both CLM as Document Model and CLM as Object Model in the same Vault CRM instance, but end users can only be aligned to CLM content via one of the content management methods based on their Application Profile-level Multichannel Settings.
Not all features are available on all platforms. For a list of available platforms for each feature, see Platform Functionality.
Users and Roles
With CLM, the following users can perform the following tasks:
- Content Creators
- Creating Interactive Content – Content creators can create reusable, compelling, and interactive customer-approved content for end users to present during calls and events
- Content Admins
- Managing CLM Content – Depending on the method of managing content, content admins can manage content as documents in Vault CRM or sync content from PromoMats/MedComms
- Managing Integrations – Depending on the method of managing content, content admins can set up and manage integrations with Vault PromoMats/MedComms to sync content or map products
- Managing the Media Player – Content admins manage how content displays in the media player, control which end users have access to the content, and test staged content using the same flow as an end user to ensure content functions correctly
- Tracking CLM Activity – Content admins can track activity tied to a CLM presentation, for example, related products, viewing duration of each slide, and reactions to slides and use that information to optimize content
- End Users
- Navigating the Media Library – End users can customize the organization of presentations in the media library to simplify navigation
- Displaying Presentations – End users can present approved content to HCPs to support their conversation and track their interactions automatically
- Reporting on CLM – End users can view reports and dashboards to observe trends in CLM activity and improve future presentations
